Why measure the guest experience?
The Next Guest Should Benefit from the Previous
The next guest is hot on the heels of the last, which means you have to be on your toes. With the rate that guests come and go, even a developing problem can affect a full shift, day, or weeks’ worth of customers. Our system analyzes guest feedback to hand managers the simple procedural steps for solving service and satisfaction concerns before they cause trouble.
Improvement is for the Informed
Knowing was once half the battle. Now it’s knowing immediately. In a business environment revolving around quick and tidy service, information must be simple and instant to be effective. Our live reporting dashboards and regular online reports deliver insights directly where and when they are needed to empower your individuals to own their impact moments and optimize the customer experience.
Show Loyalty to Get Loyalty
Very few customers take unmet expectations well. Some even take it personally. On the flip side, most guests respond with resounding loyalty when initial disappointment is swiftly overturned. Our program provides location-level applications for alerting managers and tracking incidents. This creates opportunities to rescue at-risk customers, while empowering staff to do it.
The YAE Solution
Our Customer Experience program (Your Atlantic Experience) measures, monitors, and provides the ability to constantly improve the customer experience for your business. We do this through direct feedback from your customers, providing you their insight, the ability to examine your strengths and weaknesses, and to then identify opportunities for improvement.
Similar to the importance of food quality and consistency, the goal of customer experience management is to understand how to consistently deliver great experiences to your guests.
Our objective is to provide you with the ability to gather customer feedback on a frequent basis, so you can understand the constant pulse of customer perception of your business. This will allow you to identify issues and take action on an ongoing basis. This means that you can have a proactive rather than a reactive approach, so you are able to consistently deliver and improve the customer experience within your business.
We measure the following:
- Overall Experience
- Staff Experience
- Room Quality
- Quality of Customer Service
- Speed of Service
- Atmosphere of the Property
We provide the following services:
- Comment and Text Analysis
- Complaint Resolution
- Social Media Advocacy
- Customer Insights/Demographics
- Employee Incentive Tracking
- CASL Compliant Email Collection